We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 121262 results
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Decision Reference DRN-5577237
28 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5577237 The complaint Miss M is complaining that Revolut Ltd didn’t do enough to prevent her from making payments to a scam, and didn’t reimburse her after she reported the scam. What happened In 2023 Miss M fell victim to cryptocurrency investment scam. After clicking on an email ... (13 pages)View decision -
Decision Reference DRN-5281080
28 May 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5281080 The complaint Mr A complains Kroo Bank Ltd unfairly loaded him to a fraud database. What happened Mr A received £200 from his cousin, and Kroo flagged this payment and asked Mr A to prove his entitlement to the money. Mr A sent Kroo messages he’d exchanged with his cousin,... (3 pages)View decision -
Decision Reference DRN-5178765
28 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5178765 The complaint Mr H complains about a car supplied to him using a conditional sale agreement taken out with Stellantis Financial Services UK Limited (“Stellantis”). What happened In January 2024, Mr H acquired a used car using a conditional sale agreement with Stellantis. Th... (5 pages)View decision -
Decision Reference DRN-5574412
27 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5574412 The complaint Mr B complains that Tesco Personal Finance Limited, trading as Tesco Bank, won’t pay for a bathroom to be refitted. What happened I issued a provisional decision on this complaint earlier this month in which I described what had happened as follows: “Mr B used ... (4 pages)View decision -
Decision Reference DRN-5586209
27 May 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5586209 The complaint Mrs U complains J.P. Morgan Europe Limited, trading as Chase, closed her account and withheld funds related to two payments she had received for the legitimate sale of cryptocurrency that the buyer, and remitter of funds, fraudulently said were part of a scam. ... (4 pages)View decision -
Decision Reference DRN-5585019
27 May 2025 Santander UK Plc UpheldMortgagesDRN-5585019 The complaint Mrs C complains that Santander UK Plc didn’t explain to her the implications of entering a payment arrangement on her mortgage. She says that unbeknown to her, adverse information has been reported on her credit file which has impacted her in several ways. Wha... (9 pages)View decision -
Decision Reference DRN-5527532
27 May 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5527532 The complaint Miss B is unhappy that a car supplied to her under a hire purchase agreement with CA Auto Finance UK Ltd (CA Auto) was of an unsatisfactory quality. What happened In September 2022 Miss B was supplied with a new car through a hire purchase agreement with CA Aut... (5 pages)View decision -
Decision Reference DRN-5585818
27 May 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5585818 The complaint Mr P complains about the quality of a car he acquired under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge Finance). When I refer to what Mr P and Northridge Finance said or did, it should also be taken to inclu... (7 pages)View decision -
Decision Reference DRN-5139919
27 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5139919 Complaint Mr B is unhappy that Nationwide Building Society didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2020, Mr B was contacted and offered an investment opportunity by a company (which I’ll refer to as Company A). It was offering a bond... (4 pages)View decision -
Decision Reference DRN-5584113
27 May 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5584113 The complaint M complain Metro Bank PLC (“Metro”) closed their account without explanation and have caused significant avoidable delay in returning their funds due to errors on its part. M’s director, Mr A, says he borrowed funds from a friend to fly to the UK and to pay for... (6 pages)View decision
